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PeoplesBank · 13 hours ago

VP - Merchant Services Program Manager

Holyoke, MA

Full-time

Hybrid

Mid, Senior Level

7+ years exp

PeoplesBank is the largest mutually chartered bank in Western Massachusetts and Northern Connecticut, committed to sustainability and community engagement. The Vice President – Merchant Services Program Manager will lead the bank's merchant services program, focusing on growth, compliance, and vendor performance while ensuring exceptional service for merchants.

BankingFinancial ServicesInsuranceVenture Capital

Responsibilities

Act as the single point of contact and relationship owner for all merchant services vendor partners. Oversee contract performance, SLAs, pricing reviews, and annual vendor business reviews

Develop and execute the bank’s merchant services strategy to achieve annual revenue, new account, and portfolio growth targets

Partner closely with the Commercial Lending, Business Banking and Cash Management to identify opportunities, co-develop merchant proposals, and close deals, and ensure seamless onboarding

Train, coach, and support Banking Centers, Commercial Lending, Business Banking, and Cash Management on merchant products, pricing, competitive positioning, and sales processes

Monitor portfolio performance (revenue, attrition, interchange optimization, chargeback ratios, risk events) and deliver monthly/quarterly reporting and insights to executive dashboards

Manage pricing exceptions, residual/revenue-share calculations, and ensure accurate monthly payouts to the bank and to referring officers/branches

Ensure full compliance with card brand rules (Visa, Mastercard, Amex, Discover), NACHA, PCI-DSS, and all regulatory requirements. Coordinate annual PCI validation and audits

Lead resolution of escalated merchant issues, chargebacks, and vendor disputes

Collaborate with Marketing on campaigns, collateral, and digital tools that drive merchant referrals

Negotiate and implement value-added services (gateway integrations, PayFac solutions, ISV partnerships, surcharge programs, etc.) that differentiate the bank’s offering

Oversee equipment deployment strategy (traditional terminals, mobile solutions, e-commerce gateways) across the banking center network

Manage the annual budget for the merchant services program (vendor costs, sales incentives, equipment, marketing)

Must be able to travel up to 40% within the bank’s 40-branch footprint

Complete yearly compliance training and adhere to bank policies and procedures

Other related duties as assigned

Qualification

Merchant services expertiseVendor managementRegulatory complianceSales trainingAnalytical skillsNegotiation skillsMS Office 365Communication skillsCross-functional collaboration